Documentation

Helpdesk AI product and workflow documentation.

Helpdesk AI is best understood as Answer, Know, and Resolve working together. Use the sections below to understand the call flow, the knowledge layer, and the endpoint remediation model.

Product model

Answer / Know / Resolve

Helpdesk AI is not just a voice interface. It is a support workflow product with three connected layers.

Answer

The Answer layer handles inbound support calls, asks structured questions, captures the issue, and produces the first usable handoff. This is the front door of the system and the part most users encounter first.

Know

The Know layer uses synthesised support knowledge, technical runbooks, previous issue patterns, and internal documentation to improve issue understanding. It helps the system ask better questions and helps the team receive a stronger technical starting point.

Resolve

The Resolve layer supports managed endpoint diagnostics and approved remediation actions. It can work through existing RMM and remote support tools or, where appropriate, via the optional Resolve agent. For more detail, see the Resolve page.

How it works

Understanding the support flow

Helpdesk AI sits between the initial issue report and the team that has to solve it. The product is designed to improve intake quality, issue understanding, and the route toward resolution.

Call forwarding

Helpdesk AI works by routing inbound calls to a dedicated number provisioned through the platform. You can either forward your existing support line to this number or use the Helpdesk AI number directly as your published contact number.

Forwarding is configured at the carrier or PBX level and does not require any changes to your internal systems. Once forwarding is active, every inbound call arrives at your Helpdesk AI agent rather than ringing out or hitting voicemail.

Inbound calls and your AI voice agent

When a forwarded call arrives, your custom AI voice agent answers immediately. The agent is configured specifically for your organisation and is not shared with any other customer.

During the call, the agent:

  • Greets the caller in a tone and style suited to your support operation
  • Guides a structured conversation to capture the caller's identity, the nature of the issue, and any relevant urgency signals
  • Handles clarification naturally, asking follow-up questions where the caller's initial response is vague or incomplete
  • Produces a cleaner handoff into triage, ticket creation, or escalation

How the knowledge layer helps

The system can use technical runbooks, known issue patterns, and internal support knowledge to improve the quality of issue capture. This is important because a transcript alone is usually a weak support artifact. What matters is whether the next technician gets something operationally useful.

Resolve

Controlled endpoint diagnostics

Helpdesk AI does not require uncontrolled endpoint access. The Resolve model is built around managed IT environments, existing tooling, and explicit action boundaries.

How Resolve is intended to work

  • No-agent mode: use Answer and Know without touching the endpoint
  • Existing tooling mode: connect to RMM or remote support systems you already trust
  • Optional agent mode: use a restricted endpoint agent where managed diagnostics require it

This allows the product to fit different trust models without pretending that every customer wants the same endpoint architecture.

Billing

Payments and subscription

All billing for Helpdesk AI is handled securely through Stripe. We do not store your payment details directly.

Payment options

You can choose between monthly and annual billing at any point:

  • Monthly billing: Your subscription renews on the same calendar date each month. You can cancel or change your plan at any time from the billing section of your dashboard.
  • Annual billing: Pay for twelve months upfront and receive a discounted rate compared to the monthly equivalent. Annual subscriptions renew automatically unless cancelled before the renewal date.

All payments are processed by Stripe. Invoices are issued automatically and can be downloaded at any time from your billing dashboard. Accepted payment methods include all major credit and debit cards, and SEPA Direct Debit where available.

FAQ

Frequently asked questions

I don't want to install an untrusted endpoint agent

This is a reasonable concern. The core product does not require an endpoint agent. Helpdesk AI can operate entirely at the telephony and workflow layer, and Resolve can be connected to existing RMM or remote support tooling where appropriate.

Where an agent-based integration is used, the action set should be explicitly restricted, visible, and auditable. For more detail, see the Resolve product page.